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Location

Ukraine

Rate

$12  / per hour

Years of experience

5+

About

As a dedicated customer service professional with a strong background in both leadership and hands-on roles, I have developed a deep expertise in delivering exceptional customer experiences and guiding teams toward peak performance. As the Lead of Customer Support at Bitfrost, I established the entire customer service department from scratch for a startup, implementing key systems like Zendesk CRM and developing a comprehensive knowledge base for customer self-service. I also set up KPIs and SLAs to measure team performance and improve service delivery, ensuring alignment with company values and compliance standards. Collaboration with cross-functional teams has been key to refining our service offerings and achieving business goals. Throughout my career, I’ve progressed from a Customer Service Specialist to Senior Support roles, reflecting my strong problem-solving skills and ability to handle challenging customer inquiries with professionalism and empathy. At Binance, I honed my technical skills by troubleshooting complex issues and handling cryptocurrency payment processes. My experience as a Team Lead at CEC Services allowed me to refine my leadership capabilities, mentoring a team of 15+ agents, conducting performance reviews, and driving continuous improvement initiatives. I am passionate about enhancing customer satisfaction and developing high-performing teams through strategic planning, coaching, and hands-on leadership.

Tech Stack

Customer Service, Confluence, CRM, Lead, Project Planning, Support

Experience

  • Set up the entire customer service function, including implementing Zendesk CRM and building a comprehensive customer knowledge base.
  • Developed key performance indicators and service level agreements to measure and enhance team performance and customer service standards.
  • Managed a high-performing team of 15+ agents, conducting regular performance reviews, coaching, and onboarding.
  • Managed escalation-level cases and resolved complex issues, ensuring customer satisfaction and timely problem resolution.
  • Worked with product development, account management, and compliance teams to align customer service with business goals and ensure regulatory compliance.
  • Analyzed system logs, identified technical issues, and escalated them to development teams, improving product performance and customer experience.
  • Designed and implemented onboarding programs for new employees, ensuring alignment with company values and service standards.

Employment history

Lead of Customer Support, Bitfrost November 2023 - May 2024
  • Established the customer service department from scratch for a startup at the MVP stage.
  • Set up and configured Zendesk CRM, including tags management, macros, and API integration.
  • Defined and implemented SLAs and KPIs to measure and improve customer service performance.
  • Developed a comprehensive customer knowledge base to support customer self-service options.
  • Collaborated with product development and compliance teams to align service with business goals.
  • Designed and executed onboarding programs for new employees to ensure alignment with company values.
  • Provided guidance on customer service best practices to cross-functional teams.
Senior Customer Support Specialist, Binance February 2023 - October 2023
  • Delivered top-tier customer support with professionalism, empathy, and strong problem-solving skills.
  • Organized efficient cryptocurrency payment processes and ensured secure transactions.
  • Troubleshot technical issues and escalated bugs to development teams, improving system functionality.
  • Enhanced the company’s global presence by building trust and loyalty among customers worldwide.
  • Developed a strong understanding of blockchain and cryptocurrency products to assist customers effectively.
Customer Service Team Lead, CEC Services Sp. z o.o. November 2021 - February 2023
  • Managed and coordinated a team of 15+ customer service agents to ensure high performance.
  • Conducted regular performance reviews and provided feedback to maintain quality standards.
  • Developed and implemented business process improvements to enhance team performance.
  • Monitored team compliance with SLAs through weekly calculation of statistics and data analysis.
  • Led team meetings and resolved escalated customer cases to ensure service excellence.
  • Onboarded and mentored new employees with tailored training plans.
Customer Service Specialist, Armatis-LC October 2019 - October 2021
  • Resolved customer inquiries via calls, emails, and chat in line with company procedures.
  • Identified and addressed customer needs quickly to achieve maximum satisfaction.
  • Handled issues related to order processing, refunds, and payments as per company guidelines.
  • Worked with the team to meet project goals and service targets consistently.

Education history

Społeczna Akademia Nauk 2019 - 2021 Master's degree, International Business Management
Nizhyn State Gogol Pedagogical University 2015 - 2019 Bachelor's degree, English teaching & philology
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